At Packet, we're out to Build a Better Internet™. Our goal is to make it easier for online innovators to succeed with infrastructure as they push the envelope of performance and value for their users. We do that by removing complexity wherever we can: elegant software, simple pricing, and forward-looking solutions. This role is preferably based in either of our Manila or Cebu office locations, but open to remote.

Our ideal hire is motivated by what we're doing as a company, and eager to contribute on the front lines interacting with customers, partners, and internal stakeholders to advance an awesome experience for our users.

Primary Responsibilities:

Responsible for providing technical support to Packet customers through different support platform such as but not limited to:
- Deskpro tickets
- Deskpro live chat
- VIP customer through shared slack channels
- Community slack channels
Support queue management
- Responsible for queue sanitation and ticket triaging. Ensure that there are no idle ticket left unanswered and chats are being attended in a real-time manner
- In-charge of case follow-up between customers and stakeholders within Packet organization
Packet platform
- Getting yourself familiar with different Packet’s microservices
- Regular testing and practice on different use cases for Packet API
Maintenance and Incident
- Observe incident management protocol
- Participate and get involved with maintenance event and/or incidents if needed. Acts as a communication lead in some occasions

Secondary Responsibilities:

Daily check and clean-up (troubleshoot) of servers that are stuck in Failed state
Helping troubleshoot and resolve hardware issues with our server inventory
Observe proper escalation procedure for complex technical issues, and team up with Sr. Cloud Support Engineer to bring resolution to the case
Coordinate with Technical Writer and provide content for technical documentation that can be used for both private and public knowledge base

Requirements:

Excellent communication skills
Has a background in and passion for infrastructure - we're all about bare metal servers after all
You enjoy helping people succeed and finding ways to make it fun and easy for our users to utilize our platform
Your Linux and Devops fundamentals are good, and you’ve got a passion on things around Network (e.g. Juniper and Arista switches)
You’ve been a Linux Administrator and/or Linux Engineer for three (3) years at the minimum
Familiar with different DevOps tools - Kubernetes, Ansible, Terraform, Jenkins, etc.
Knowledgeable on OSI Layer, and has a basic understanding of BGP (routing protocol)
Familiar with incident management
Strong customer focus and enjoys problem solving
Able to adapt with Packet's Core Values (see below).
Willing to work on a holiday and rotational shift.

Packet core values:

The entire Packet team lives by a common set of core values. These are embedded in our approach to the market, our customers, and how we work with each other. We expect new members of the team to show evidence of this and help drive our culture and values across our ecosystem.

Our core values are:

Excited about leading our industry
Driven, ambitious and persistent
Find creative solutions to hard problems
Effective at getting things done the right way
Community minded and do the right thing
Passionate about building a better internet
High motivation to succeed
Aptitude to learn about technology
Willingness to take measured risks

Packet is an Equal Opportunity Employer

CEBU

Cloud Support Engineer

2 to 4 Years

High School Graduates are Welcome

With Business Certificates

Established in 2019

Cebu City, Cebu

Posted On: February 5, 2020

Job ID: 349679

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